Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager I, Customer Success Manager based in Canada.
This role offers the opportunity to lead and elevate a scaled Customer Success organization supporting Commercial and Mid-Market customers across Canada.
You will manage, coach, and develop a high-performing team while driving measurable improvements in customer adoption, retention, and business value.
The position combines people leadership with ownership of digital customer engagement programs, operating processes, and performance strategy.
You will use customer success platforms, CRM data, product analytics, and digital engagement tools to identify risks and improve outcomes at scale.
Working cross-functionally, you will partner with Sales, Renewals, Services, Support, Product, Operations, and Enablement teams to strengthen the customer journey.
The role is highly visible and suited to a solutions-oriented leader who thrives in a fast-paced, performance-driven environment.
With significant autonomy and opportunities for professional growth, you will help shape scalable Customer Success practices while making a meaningful impact on customers and their operations.
Accountabilities
- Lead, hire, onboard, coach, and develop a high-performing team of Customer Success Managers supporting Commercial and Mid-Market customers across Canada.
- Establish clear expectations, goals, KPIs, and operating rhythms, including net revenue retention, adoption, health scores, implementation completion, business reviews, and risk management.
- Conduct structured one-on-ones, pipeline reviews, risk reviews, and performance discussions while recognizing strong performance and addressing challenges fairly and effectively.
- Manage capacity, account assignments, and customer coverage across a high-volume portfolio to balance workload and maximize team effectiveness.
- Own and continuously improve the digital Customer Success journey, including onboarding sequences, adoption campaigns, renewal outreach, and health-score-based engagement.
- Ensure customers receive measurable value through structured onboarding, adoption, expansion, and renewal programs.
- Review and improve Customer Success Plans, Business Reviews, executive communications, and other customer-facing materials.
- Oversee portfolio risk management by identifying at-risk accounts early, establishing clear ownership, and ensuring documented action plans are in place.
- Support the team during high-stakes customer interactions, including implementation kickoffs, executive reviews, escalations, and strategic customer conversations.
- Translate broader Customer Success strategy into clear operating models, processes, cadences, playbooks, and standards for low-touch and digital engagement.
- Identify opportunities to improve systems, automation, workflows, and operational efficiency using customer data and technology.
- Use Customer Success platforms, CRM systems, product analytics, and digital engagement tools to monitor performance, identify trends, and guide decisions.
- Partner with Enablement to provide the team with effective skills development, resources, and playbooks for managing a distributed, high-volume territory.
- Collaborate with Sales, Renewals, Services, Support, Product, and Operations teams on account planning, expansion opportunities, customer feedback, and recurring friction points.
- Represent the customer voice internally and communicate portfolio health, risks, performance, headcount needs, and strategic priorities to senior leadership.
- Foster a culture built around customer focus, accountability, inclusion, psychological safety, continuous improvement, and teamwork.
Requirements
- 2+ years of experience managing and developing a Customer Success or related customer-facing team.
- Demonstrated experience implementing or managing scaled, low-touch onboarding or account management programs, preferably within a SaaS environment.
- Experience working with Customer Success platforms such as Gainsight, Totango, or similar tools.
- Strong understanding of customer success metrics, including adoption, retention, health scores, risk management, and customer engagement.
- Proven ability to use data, CRM systems, analytics, and operational tools to identify opportunities and improve team and customer outcomes.
- Strong problem-solving and solutions-oriented mindset, with the ability to navigate complex customer and operational challenges.
- Excellent communication, relationship-building, coaching, and stakeholder management skills, with strong emotional intelligence.
- Ability to operate effectively in a fast-paced, performance-driven, and continuously changing environment.
- Strong bias for action, high standards, sound prioritization skills, and the ability to manage multiple competing priorities.
- Demonstrated ability to collaborate effectively with cross-functional teams and senior stakeholders.
- Bachelor’s degree from a four-year institution or equivalent educational background.
- A strong work ethic, ownership mindset, and willingness to lead from the front and get involved in operational details.
- Ability to work remotely while maintaining strong collaboration and communication across distributed teams.
- Must be legally authorized to work in Canada.
Benefits
- Annual on-target earnings of $134,172.50–$173,635 USD, depending on city of residence.
- Competitive total compensation combining base salary, performance-based bonus or variable pay, and equity for eligible roles.
- Opportunity to earn differentiated, above-market compensation based on performance.
- Flexible, employee-led remote working model.
- Professional development stipend to support ongoing learning and career growth.
- Comprehensive healthcare benefits.
- Parental leave and other family-support benefits.
- Flexible time-off programs designed to support wellbeing and sustainable performance.
- Opportunity to lead a high-impact Customer Success organization and shape scalable operating practices.
- Career growth opportunities within a high-growth technology environment.
- Inclusive culture focused on belonging, collaboration, professional development, and long-term impact.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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